July 31, 2026 | 9813 view(s) | 49 people thought this was helpful
Monitor agents on a call
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As a supervisor, you can listen to real-time conversations between agents and customers as a silent participant in the call. Monitor conversations to ensure the quality of service being delivered to your customers.

Monitor agents on a call

Review and track an agent's performance without affecting an ongoing call.

Before you begin

As a supervisor, you can listen to real-time conversations between agents and customers as a silent participant to ensure quality service:

  • You can only monitor one agent at a time. If another supervisor tries to monitor the same agent, the Listen button is disabled in the Interactions page.
  • If multiple supervisors attempt to monitor an agent simultaneously, the first request is initiated and the system displays an error for subsequent supervisors.
  • Ensure your browser and telephony settings are configured for audio playback to enable call monitoring.
  • Additionally, you can now monitor how the agents handle personal callbacks. This includes tracking their adherence to scheduled callback times and their efficiency in completing these high-priority interactions.

Monitoring and barging controls are now managed exclusively via the Interactions page. These actions are no longer available within the Team Performance widget.

1

Sign in to Supervisor Desktop.

2

Navigate to Interaction page.

3

Select the specific interaction you wish to monitor.

4

In the Actions column, click the monitoring icon.

If you have hidden the Actions column or decreased its width, click the More (...) icon to access the monitoring options.

5

Click Listen in the interaction details modal.

The monitoring request pop-over appears.

6

Answer the call.

The monitoring control pane appears, allowing you to listen to the live conversation.

7

(Optional) Click Pause to temporarily mute the call, or Resume to continue monitoring.

8

(Optional) Click Barge In to join the conversation. The microphone turns on, and you become a participant in the call.

  • You can’t barge into a call if it is already being monitored by another supervisor or if the agent is in a consultation call.

  • You can’t barge into a call when monitoring is paused; resume monitoring first to enable the Barge In option.

  • If the agent consults another agent after you have barged in, you are placed on hold; the barge-in resumes automatically once the consultation ends.

  • If the agent transfers the call to a different team or queue, the monitoring session ends, and an error message is displayed.

  • During a barge-in, you cannot transfer the call, drop the agent, initiate a consult call, or start a conference call.

  • Barge-in is not available if your desktop telephony is disconnected.

9

When finished, click End Listen to terminate the monitoring activity and disconnect from the call.

You can also schedule monitoring sessions in advance. For more information, see Schedule call monitoring.

What to do next

You must complete monitoring of a call before you sign out of Supervisor Desktop.

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